Customer Service Specialist

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JOB FUNCTION / SUMMARY:

Responsible for all states; supports lenders and branches to handle customer's needs (loan system boarding and loan system maintenance) and questions on loan accounts serviced on the loan system and accurately codes and reviews loan policies and regulations necessary to process and upload loans to the loan servicing system.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Boards new/renewed loan transactions to the ALS and CL Systems.
• Servicing transactions for all states.
• Reviews and codes loans to be loaded into the loan system requiring knowledge of loan policy and regulations to enter correctly.
• Contacts preparers of source documents to resolve questions, inconsistencies or missing data.
• Enters alphabetic, numeric, or symbolic data from source documents into system following format displayed on screen and enters necessary codes.
• Compares data entered with source documents on screen to detect errors.
• Works and clears loan system unposted transactions on a daily basis.
• Works and clears loan clearing general ledger entries.
• Makes necessary corrections to information entered.
• Researches and processes customer loan payments daily.
• Processes loan maintenance daily based on loan policy and procedures.
• Performs all other duties/special projects as assigned.
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.

• Associate Degree or equivalent work experience
• Six months to 1 related experience and/or training
• No certification, licensure, or registrations are required to successfully apply for this job; however, the following certifications from Hancock Whitney's Computer Based Training (CBT) are required, if applicable, once in this position:
  • Certification in Banking Regulations (Reg. B, Reg. CC, Reg. O, Reg. Z);
  • Certification in HMDA Compliance;
  • Certification in CRA, RESPA, RMR Regulations
• Exhibits strong verbal and written communication skills
• Proficient operation of Microsoft Office Products such as Word, Excel, Access, and PowerPoint
• Excellent verbal and written communication skills in order to communicate effectively with customers and bank personnel
• Must be able to establish and maintain a high level of credibility with all levels of internal and external customers
• Detail oriented
• Excellent organizational/planning/project management skills
• Ability to formulate sound conclusions and recommend optimal course of action based on analysis

• Ability to work under stress and meet deadlines
• Ability to operate a keyboard if required to perform the essential job functions
• Ability to read and interpret a document if required to perform the essential job functions
• Ability to travel if required to perform the essential job functions
• Ability to lift/move/carry approximately 20 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.